AccountId: 011433970860
ContactId: 41a7fb23-67b1-4211-be9a-ca09ae18afe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386440 ms
Total Talk Time (AGENT): 112022 ms
Total Talk Time (CUSTOMER): 190861 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/41a7fb23-67b1-4211-be9a-ca09ae18afe2_20250411T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. My last initial is [PII] calling for claim status.
[AGENT][NEUTRAL] Of course, [PII], I can help you with claim status today. Do you have the policy number?
[CUSTOMER][POSITIVE] Thank you so much. The policy number is 02560355.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] And then what's a good call back number in case the call gets dropped? My callback number is [PII]. It's a direct line.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Perfect, thank you. And then what's the patient's first and last name and date of birth? The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And then what's the patient's first and last name and date of birth?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have a claim number?
[CUSTOMER][NEUTRAL] And then do you have a claim number? Uh, I have a data service on the build.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] OK, what's the date of service? The date of service is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and then what's the charge amount?
[CUSTOMER][NEUTRAL] And then what's the charge amount? It's for $191 191 dollars even.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Just one moment while I pull this up.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK. Please take your time.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, so it looks like the received date was [PII].
[CUSTOMER][NEUTRAL] OK, so it looks like the received date was [PII].
[AGENT][NEUTRAL] And the process date, sorry, the process date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the process date, sorry, the process date is 4.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, and this claim was denied due to
[CUSTOMER][NEUTRAL] And the claim was denied due to we need copies of the EOB. So need of primary OB.
[AGENT][NEUTRAL] We need copies of the EOB.
[AGENT][NEUTRAL] Yes, correct, from the primary.
[CUSTOMER][NEUTRAL] Yes, correct. May I get the claim number?
[AGENT][NEUTRAL] Yes, it is 358.
[CUSTOMER][NEUTRAL] It is 358.
[AGENT][NEUTRAL] 4136.
[CUSTOMER][NEUTRAL] 436. Uh, it's 358 after that.
[AGENT][NEUTRAL] 4136.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 4136.
[CUSTOMER][NEUTRAL] Got it. So could you please send us a UB copy to my fax number?
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Yes, I can provide that for you. Just one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, email option is also easy for us, whichever is easy for you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I can provide you with the fax number.
[CUSTOMER][NEUTRAL] I can provide you with the fax number. OK.
[AGENT][NEUTRAL] So the fax number.
[CUSTOMER][NEUTRAL] If I can provide you the fax number. So the fax number.
[AGENT][NEUTRAL] Yes, the fax number is 877.
[CUSTOMER][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 9423. OK, so this is the fax number we need to submit the primary UB.
[AGENT][NEUTRAL] Yes, you can fax it or you can send it to our claims department.
[CUSTOMER][NEUTRAL] Yes, you can fax it or you can send it to our claims department. OK, the, the address I have is [PII], OK, [PII], right?
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] Yes, that is correct. And timely filing limit to submit the primary UP?
[AGENT][NEUTRAL] There is no filing limit.
[CUSTOMER][NEUTRAL] There's no filing limit. OK, could you please send us the denied EB copy to my fax number or to my email ID?
[AGENT][NEUTRAL] We do not send those out.
[CUSTOMER][NEUTRAL] We do not send. OK, uh, may I get the reference number for our conversation?
[AGENT][NEUTRAL] Sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Uh, may I get the call reference number for the conversation?
[AGENT][NEGATIVE] Uh, I'm not understanding.
[CUSTOMER][NEUTRAL] Uh, call reference number for our conversation.
[AGENT][NEUTRAL] Oh yes, a reference number is my first name.
[AGENT][NEUTRAL] Which is [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last initial [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a nice day and have a nice weekend.
[AGENT][NEUTRAL] Of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I have completed all my claims. Thank you so much for your assistance.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK. Bye.